OpenText Contact Center Workforce Optimization (WFO)

“We wanted to have a consistent experience at every touch point, and that’s where Qfiniti has been able to help us with that focus.”

Ricardo Weld, Director, Performance Support Service, HSN

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It is no secret that providing a superior customer experience delivers competitive advantage in today’s crowded marketplaces. To keep customer satisfaction high, you must be able to measure and understand customer interactions taking place in your enterprise contact centers and back offices so that you can be sure you are meeting customer needs and identifying opportunities for agent workforce improvement. The OpenText workforce optimization solution offers a unified, centrally managed platform for cross-channel interaction analysis, with real-time agent support and contact center performance management capabilities.

The next generation contact center must also extract the value of all the rich, recorded data, whether voice or text, that is generated from customer interactions. OpenText™ Explore delivers unprecedented customer insight to the enterprise with advanced speech, Voice of the Customer (VoC) and cross-channel analytics. Built with a powerful combination of mathematical techniques, statistical analysis, and pattern-matching technology, Explore extracts meaning from every customer interaction — including unstructured formats like voice recordings, emails, chats, texts, and social networks — allowing strategic decision making based on a deep understanding of customers, competitors, and markets.

Deployed as an integrated solution, Qfiniti and Explore scale to meet the big data needs of today’s contact centers and extend the value of rich customer interaction insights across the enterprise.

As part of the highly-integrated OpenText™ Qfiniti modular suite, OpenText™ Qfiniti ObserveOpenText™ Qfiniti Advise and OpenText™ Qfiniti Expert ensure consistent and calibrated scoring, automated play-list queuing, efficient delivery of coaching and training, and reduced customer effort through service provided by well-trained agents. OpenText™ Qfiniti AutoScore enables automatic scoring of spoken agent and customer interactions based on flexible user-defined scoring models that measure performance and customer experience across all recorded calls – not just for the limited number that can be reviewed through manual processes.

OpenText™ Qfiniti Optimize provides desktop analytics and real-time agent guidance through the collection, categorization and analysis of screen and keystroke activity to provide transparency into what agents are doing at their desktops and enhance applications with guidance and automation. Powered by Qfiniti process optimization, contact centers are able to improve key performance indicators (KPIs) such as first call resolution (FCR), average handle time (AHT) and customer satisfaction (CSAT).

Powering some of the largest contact centers in the world, OpenText Qfiniti and OpenText Explore enable process automation and improved agent engagement that, in turn, lead to a more consistent delivery of premium customer service and higher levels of customer satisfaction.

For an independent assessment of the value that OpenText brings to the enterprise contact center, The Forrester Wave™: Workforce Optimization Suites, Q3 2016 report, which names OpenText a Strong Performer, cites “three main strategic thrusts for the technology: 1) integrating it into a broad CEM play; 2) using analytics to drive improved customer service; and 3) providing numerous as-a-service consumption models.”